Coutts 24 will never contact you by email.
For concerns regarding security and fraud, please visit our Security Centre.
Feedback is key to enhancing the Coutts experience. We take any dissatisfaction regarding our service seriously, and manage all client concerns in a timely and efficient way. To view our Complaints Policy, visit the Important Information page and select the Complaints Policy from the page menu.
How and where to complain
If you are not satisfied with any aspect of our service or products, please advise your relationship manager in person, in writing, by telephone or email.
If your complaint relates to your relationship manager, please advise their managing director. Their details are available on request by calling 0207 6499 654.
We are committed to dealing with your complaint effectively. As part of the Royal Bank of Scotland Group, Coutts is the first bank to publish the number of complaints we have reported to the Financial Conduct Authority. View our complaint volumes.
Online Dispute Resolution
(a) Are resident in the EU;
(b) Have purchased a product or service online from a trader established in the EU; and
(c) Are unable to get your complaint resolved satisfactorily,
you can contact the European Commission by accessing the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/odr. To use this service you will need the following information:
(a) Email address: firstname.lastname@example.org
(b) our name: Coutts & Co
The ODR platform will then send your complaint to the FOS for an independent review
Lerchenstrasse 18, PO Box,
8022 Zurich, Switzerland
+ 41 43 245 51 11
Fax +41 43 245 53 96
Level 23, The Executive Centre, One Island East,
18 Westlands Road, Island East, Hong Kong
+852 3750 7654
Fax: +852 2877 0108
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